Technical Support Application Analyst (Flexible Shifts)

LE0002 Relativity Poland sp. z o.o.; Województwo małopolskie; Hybrid; PLN 82,000 - 122,000; Full time

Benefits offered by this job

Benefits

Equity program

DTO

Parental leave

Job summary

Relativity Poland sp. z o.o. is seeking an Application Analyst to provide technical support for our product vertical, diagnose and resolve client issues, and maintain Salesforce records.

You will interact with customers by phone and email, escalating as needed to ensure service levels are met. The role reports to the Manager of Product Support and operates on rotating shifts. This remote position requires flexibility for nights, weekends, and public holidays, with occasional travel up to 10%.

Qualifications

• Experience in customer support with a client-facing focus.
• Proficiency with SQL and Windows platforms.
• Ability to troubleshoot complex issues and communicate clearly.

Responsibilities

• Create, resolve, and maintain support tickets within SLA.
• Respond to client questions and problems daily via phone/email.
• Develop product knowledge and share it with customers.
• Collaborate with senior team members to troubleshoot incidents.
• Maintain accurate ticket records and time tracking.

Skills

Customer support

SQL

Windows

Tools

Salesforce

Job description

Posting Type Remote Job Overview

WHO WE ARE Relativity is a leading legal data intelligence company building technology that helps users organize data, discover the truth, and act on it with confidence. Our AI-powered, cloud platform, RelativityOne, transforms massive volumes of complex information into actionable insights for litigation, investigations, regulatory inquiries, data breach responses, and other high-stakes legal work where accuracy and trust are crucial. The world’s largest law firms, corporations, and government agencies rely on Relativity’s legal AI software to securely surface and manage the most relevant and impactful information in their matters. Beyond our commercial impact, we are committed to expanding access to technology and supporting pro bono legal work.

WHAT WE DO

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements? The Application Analyst provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.

ABOUT THE ROLE

On a daily basis, the Application Analyst creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and elevate tickets to other teams and verticals. It is essential that the Application Analyst maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Product Support. The working hours are based on rotational shifts, (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance.

Job Description and Requirements

WHAT YOU’LL DO

Use SQL applications and tools to run basic SQL queries

Respond to client questions, problems, and work requests on a daily basis

Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers

Partner with senior level team members as needed to troubleshoot and resolve customer incidents

Have or develop the experience to capably perform the Application Analyst position responsibilities

Policy and Procedure Skills

Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets.

Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data

Monitor assigned open tickets, contact customers, and update tickets on a timely basis

Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management

Early/Late shifts and on-call could be required of the qualified Application Analyst staff

Complete all daily tasks and projects

Track time daily

WHAT WE’RE LOOKING FOR

Expectations of the Role

Provide excellent customer service using the communication methods designated by Relativity

Is flexible to work rotational shifts (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance

Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries

Meet identified goals regarding customer service tech support metrics

Commitment to and consistent demonstration of core company values

Your Skills

• Customer support experience
• Client-focused and ability to understand expectations
• Direct experience supporting clients as a primary contact or lead using phone and email
• Experience troubleshooting complex issues
• SQL and Windows platform experience
• Travel 10% of the time

Required Skills

• Application Management
• Database Management
• Project Management
• Requirements Gathering
• Software Development
• Software Development Life Cycle (SDLC)
• Structured Query Language (SQL)
• System Implementations
• Systems Analysis
• Technical Support

WHY WE COULD BE A GREAT FIT

Impactful Mission Build systems that help customers organize data, discover the truth, and act on it in high-stakes legal matters. Engineering at Scale Work on distributed, cloud-native systems that process large volumes of data. Cutting-Edge Technology Build with AI, cloud platforms, and scalable architectures shaping legal tech. Growth and Ownership Gain experience owning systems end-to-end across cloud and distributed environments. Collaborative Culture Work in a team focused on knowledge sharing and continuous improvement. Inclusive Environment Diverse perspectives create stronger teams and better outcomes.

Compensation and Benefits

Competitive salary, benefits, DTO, parental leave, and equity program.

Relativity is committed to competitive, fair, and equitable compensation practices.

The expected salary range for this role is between following values: 82 000 and 122 000PLN

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity.

Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

We’re solving big data challenges in the legal tech industry, and we’re always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it’s no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.